CHANEL is committed to safeguard the incomparable quality of each creation.
Engage the consumer of today and tomorrow of the brand by providing unsurpassed services to all clients showcasing the eminence of Chanel products and our artisanal savoir faire.
Reporting to the Quality Control & After Sales Service Manager, this position is responsible for delivering a professional and seamless Quality Control, Repair and Care support to the brand by providing ultimate standards of our Quality & After Sales services to the retail team.
What impact you can create at Chanel:
Manage Quality Control and Repairs (Fashion & Watches & Fine Jewellery)
- Working in collaboration with the Global/ Regional team, to disseminate product quality alerts to relevant business partners.
- Work with Product/Retail & DC teams, organize and monitor QC process on all incoming and outgoing shipments for Fashion & WFJ products
- Submit monthly and ad hoc Quality and repair issues reports to Global/Regional for quality analysis
- Work with Local/Regional/Global teams on repair feasibilities and follow-ups
- Organize and coordinate QC and Repair schedules to meet deadlines
- Ensure highest standards in all aspect of the service provided throughout the repair process
- Adherence to brand guidelines and quality standards
Develop Exceptional Customer Care Solutions
- Elevating the after sales experience & delivering exceptional After Sales Service experience with the ability to make sound decisions and escalate issues where necessary.
Foster Innovation & New Initiatives
- Liaise with Global/Regional/other markets on best practices, adaptations, and local requirement and standard throughout entire project execution, respecting the project schedules and work plan
- Monitor progress, conduct UAT and project review and submit reports to Global/Regional teams
- Measure project performance to identify areas for improvement, and propose adjustments as needed
- Provide project updates on a regular basis to various stakeholders about strategy, adjustments, and progress
Leadership & Operational Excellence
- Motivate and inspire a team of Coordinators to optimize and improve processes and the overall approach to meet KPIs and SLAs
- Day to day team management including planning, coaching, feedback, regular performance reviews. Assist team members to cope with workload amid the changing environment and expectations
- Collaborate with retail team to share QC and repair topics during morning briefings
- Work with L&D partners and organise training for retail teams on product Quality and After Sales Service related issues
- Promote a supportive working environment that encourages a culture of self-development and resilience.
- Update QC & CASS/GRACE/S@VE related SOP (procedures, processes and work flow)
- Ensure policies, operational standards and procedures are clearly communicated, understood, and implemented by the team, whilst proposing improvements as relevant.
- Manage contracts with vendors and suppliers, process PROs and verify invoices
- Support ad-hoc duties and back up for team members
You are energized by:
- Working in a highly collaborative environment. Being a true partner to the business stakeholders across the organization.
- Enthusiastic about new technology and data, to improve processes and standards of customer care.
- An environment that advocates listening, co-creation, inclusiveness, user-centricity, and agility in designing holistic solutions
- A workplace where we provide you opportunities to drive values in areas where you are good at and support you to be at your best.
What you will bring:
- More than 8 years of relevant experience in after sales and/ or product quality control, holding supervisory and/or project management roles
- Critical thinking, problem solving and analytical skills to better understand the business landscape and evolving client expectations and identify opportunity to enhance client experiences.
- Resilience in dealing with difficult situations and a willingness to reflect and embrace continuous self-improvement and development whilst encouraging and guiding the team to do the same.
- Good communication skills & Tech Saavy with the ability to navigate operating systems across platforms and channels
- Client- Centric & thrives working in a fast-paced and dynamic environment
What Chanel can offer you:
- The opportunity to work with one of the world's most iconic luxury brands.
- Ongoing training and development to enhance your skills and knowledge.
- A supportive team environment where your contributions are valued.
- Competitive compensation and benefits package.
At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.
